Goodwin Casino - Player’s withdrawal is delayed.

Hello, i have created account in this casino. Made deposit with bonus. Successfully wagered it. Made withdrawal request. Successfully passed KYC. I had 350 000 rubles on my balance. They asked me make 4 separate withdrawals as they have limit 100 000 rubles per withdrawal. So i made 4 withdrawals requests. 3 for 100 000 rubles each and one for 50 000 rubles. They withdrawed only 50 000 rubles. And now my funds are stucked there. They do not want to withdraw. 17 days passed since creation of withdrawal requests. Support agent only says "wait, wait, need more time"

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goodwin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What explanation are you referring to in your chat with live support? What information were you asked to give to the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, Thomas, they are saying that they need more time to process my withdrawals. I will attach screenshots here. But i think 18 days is more than enough, taking into account that i requested withdrawal via crypto.

And often they do not even connect to live chat to answer my questions.

Did the casino process your payouts since your last post? Please let me know.

No, can you please invite casino representative?

Dear Fayzer

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Goodwin Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi